The Effect of Conflict Handling Style among Physicians on Patient Satisfaction in Emergency Department: Multi-level Analysis

• Main Authors: Wei-Chun, Lee, 李偉群
• Other Authors: Hui-Fang, Su
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/54411302690174757711

碩士 === 國立臺北護理健康大學 === 醫護管理研究所 === 98 === Purpose: The purpose of this study was to examine the effect of conflict handling style among physicians on patient satisfaction in emergency department. Methods: Based on a correlational study design, the secondary data, collected by Hui-Fang Su in October, 2006, were analyzed. The sample included 169 physicians and 1125 patients or/and families in emergency department of 26 hospitals. Rahim Organization Conflict Inventory-II (ROCI-II) and Emergency Patient Satisfaction Scale (EPSS) developed by Taiwan Health Indicator Series (THIS) were used for data collection. The SPSS version 15.0 and HLM version 6.04were used for data analysis. We used multi-level analysis to examine the relationship between conflict handling style among physicians and patient satisfaction in emergency department. Results: No significant relationship between conflict handling style (CHS) mean and patient satisfaction mean. In standard deviation (SD) part, we found that the relationship between CHS (obliging and compromising) and patient satisfaction (waiting time, service attitude, medical procedure, and medical result) was negatively related. In coefficient of variance (CV) part, we found that the relationship between CHS (obliging) and patient satisfaction (waiting time, service attitude, medical procedure, and medical result) was negatively related, and we also found that the relationship between CHS (compromising) and patient satisfaction (waiting time and service attitude) was negatively related. Conclusions: The findings demonstrate that the higher level of patient satisfaction, the less level of physicians to physicians CHS (obliging and compromising) variation in emergency department. In this sense, the consistency of CHS among physicians will affect patient satisfaction.